Effective: 30 May 2025
Insight Diagnostics is committed to providing a high standard of care. We value feedback and treat all complaints seriously as a means of improving services and strengthening trust with our service users and their families.
This policy applies to all complaints made by or on behalf of service users receiving ADHD or ASD assessment services from Insight Diagnostics under NHS commissioning arrangements. It includes written, verbal, and electronic complaints.
• To provide a clear process for handling complaints
• To ensure complaints are dealt with in a timely, open, and respectful manner
• To identify learning and implement service improvements
• We encourage early resolution where possible
• All complaints will be acknowledged within 3 working days
• We aim to investigate and respond within 20 working days, or explain any delay
• Complainants will not be treated unfairly or discriminated against
• All complaints will be recorded and monitored
• Complaints can be made in person, via email, telephone, or in writing
• Complainants should provide as much detail as possible, including relevant dates and names
• Complaints should ideally be made within 12 months of the issue
• Anonymous complaints will be reviewed and investigated where possible
To submit a complaint, please contact:
Method Details
Email: complaints@insightdiagnostics.co.uk
Website: www.insightdiagnostics.co.uk/complaints
Post: Complaints Department, Insight Diagnostics Global, [Registered Address]
• All complaints will be logged and acknowledged by the complaints lead
• A designated manager or clinician will be assigned to investigate
• The investigation will consider records, interviews and any supporting evidence
• A written response will be sent outlining findings and any proposed resolution
• Where required, an apology will be issued and corrective action taken
If dissatisfied with our response, complainants may escalate to the Health Service Ombudsman:
Parliamentary and Health Service Ombudsman
www.ombudsman.org.uk | 0345 015 4033
• For NHS complaints, escalation may also include NHS England or the local Integrated Care
Board (ICB)
• Concerns about individual clinicians may be raised with the General Medical Council (GMC) at
www.gmc-uk.org or the Nursing and Midwifery Council (NMC) at www.nmc.org.uk
• All complaints are reviewed quarterly for recurring themes or risks
• Lessons learned are shared across the team and may result in changes to processes, training or service models
• Complaint records are stored securely and separately from clinical notes
• Access is restricted to authorised personnel
• Data is processed in line with GDPR and the Data Protection Act 2018
• Staff subject to complaints will be treated fairly and supported
• All staff must cooperate with investigations professionally
• If a complaint reveals serious concern, HR and safeguarding policies will be followed
• Insight Diagnostics will maintain a central complaints log
• Compliance with response times will be monitored
• This policy will be reviewed every 2 years or following relevant regulatory changes
Effective: 30 May 2025
Insight Diagnostics is committed to providing a high standard of care. We value feedback and treat all complaints seriously as a means of improving services and strengthening trust with our service users and their families.
This policy applies to all complaints made by or on behalf of service users receiving ADHD or ASD assessment services from Insight Diagnostics under NHS commissioning arrangements. It includes written, verbal, and electronic complaints.
• To provide a clear process for handling complaints
• To ensure complaints are dealt with in a timely, open, and respectful manner
• To identify learning and implement service improvements
• We encourage early resolution where possible
• All complaints will be acknowledged within 3 working days
• We aim to investigate and respond within 20 working days, or explain any delay
• Complainants will not be treated unfairly or discriminated against
• All complaints will be recorded and monitored
• Complaints can be made in person, via email, telephone, or in writing
• Complainants should provide as much detail as possible, including relevant dates and names
• Complaints should ideally be made within 12 months of the issue
• Anonymous complaints will be reviewed and investigated where possible
To submit a complaint, please contact:
Method Details
Email: complaints@insightdiagnostics.co.uk
Website: www.insightdiagnostics.co.uk/complaints
Post: Complaints Department, Insight Diagnostics Global, [Registered Address]
• All complaints will be logged and acknowledged by the complaints lead
• A designated manager or clinician will be assigned to investigate
• The investigation will consider records, interviews and any supporting evidence
• A written response will be sent outlining findings and any proposed resolution
• Where required, an apology will be issued and corrective action taken
If dissatisfied with our response, complainants may escalate to the Health Service Ombudsman:
Parliamentary and Health Service Ombudsman
www.ombudsman.org.uk | 0345 015 4033
• For NHS complaints, escalation may also include NHS England or the local Integrated Care
Board (ICB)
• Concerns about individual clinicians may be raised with the General Medical Council (GMC) at
www.gmc-uk.org or the Nursing and Midwifery Council (NMC) at www.nmc.org.uk
• All complaints are reviewed quarterly for recurring themes or risks
• Lessons learned are shared across the team and may result in changes to processes, training or service models
• Complaint records are stored securely and separately from clinical notes
• Access is restricted to authorised personnel
• Data is processed in line with GDPR and the Data Protection Act 2018
• Staff subject to complaints will be treated fairly and supported
• All staff must cooperate with investigations professionally
• If a complaint reveals serious concern, HR and safeguarding policies will be followed
• Insight Diagnostics will maintain a central complaints log
• Compliance with response times will be monitored
• This policy will be reviewed every 2 years or following relevant regulatory changes
